Head of Rentals

The Head of Rentals ensure our guests have a positive experience interacting with the Rentals staff and product by overseeing all aspects of their department.

They are responsible for managing the day-to-day operations, providing leadership, training and coaching to your crew, optimising service quality and ensuring the department meets its KPIs. The Head of Rentals will develop strategies to ensure the department continuously evolves to adapt to the changing work environment. The successful applicant will successfully demonstrate their capacity to thrive in an alpine environment, their passion for customer service, and their ability to lead a culturally diverse team.

Reporting to the Ski Area Manager, this is a full-time, fixed-term, winter seasonal employment contract commencing early May and ending mid-end of October. 
 

About the Role 

• Our team are fun loving, hardworking and exude a passion for winter and all that it entails. We pride ourselves on caring for our staff and our guests, operating in a safe and inclusive environment and providing each other with support and respect whilst enjoying some awesome skiing and riding along the way. 
• From the outset you will be responsible for the recruitment and training of your team, with a focus on setting them up for success by ensuring expectations are clearly communicated early on.
• You’ll also review our summer development programme, business plan and update standard operating procedures, training manuals and hazard registers as required to ensure our documentation aligns to changes. You will be involved in regular meetings with the Leadership Team to ensure policies, procedures and practices (such as payroll, purchasing, reward & recognition and performance management and cross-utilisation) are well understood and consistently applied.
• Day-to-day, the roles across your team are varied, and you’ll be leading and motivating the team, ensuring they have the skills, knowledge and equipment to be able perform their duties effectively – we want our teams to feel a sense of pride and job satisfaction.   
• Product knowledge is key, and your team will need to have the appropriate training and support to confidently engage with guests and answer questions as needed. 
• Throughout the season you’ll oversee daily operations, set work rosters to ensure the department is adequately resourced for visitation expectations, all whilst actively working alongside your team to ensure they are delivering a consistent and engaging service. We’re looking a leader who will challenge the status quo, seek to maximise efficiencies and ultimately deliver an increase in yield. 
• A key focus of Rentals will be to implement effective systems and processes to ensure equipment is effectively maintained, stocktakes are undertaken regularly and measures are introduced to measure, and ultimately reduce inventory shrinkage. 
• The Rental Crew are crucial to the overall success of our Ski Area operations and it’s vital the team are prepared every day to welcome guests and manage queues effectively. Strategic workforce planning will be required to ensure all staff are utilised to their full potential and can all provide a consistent level of service. 
• Equally, a key challenge of this role will be managing the expectations and motivation of the team throughout the highs as well as the lows of the season. We are therefore seeking a leader who can ensure the team deliver an exceptional and safe service whilst maximising efficiencies.

Skills & Experience  

• Minimum two years leadership experience in a rental business environment. 
• Minimum three seasons experience of servicing and repairing ski and snowboard equipment  
• Excellent customer service & communication skills and willingness to lead others in these areas 
• A practical problem solver, able to remain calm under pressure and plan ahead 
• Ability to develop effective on-going relationships with staff, guests and other stakeholders